BoldDesk Releases
New updates and improvements to BoldDesk

Salesforce Integration

The Salesforce integration helps the support teams to view customer-centric data in the BoldDesk. Agents can view the Account, Contact, Lead, and Opportunity on the Ticket Details page.

For more details, refer to this article.
https://www.bolddesk.com/docs/installing-and-configuring-the-salesforce-app

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 Private Category

Categories can be marked as private or internal. If a category is marked as private, it will not be visible in the customer portal; only agents can view the private categories in the agent portal. The private tickets can be created for private categories which is helpful when maintaining the internal tickets with categorization. You can change the category to public or private at any time. 

For more details, refer to this article.
https://www.bolddesk.com/docs/how-to-create-a-private-internal-ticket-category

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Public Notes

Public notes can be added to a ticket by an agent. When a note message is marked as public, the customer is notified via email and can view the message in the customer portal. The response or resolution due date will have no effect on posting the public message.

For more details, refer to this article.
https://www.bolddesk.com/docs/adding-public-notes-to-a-ticket

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Custom fields support in custom app

In the custom app, we have provided an option to send custom fields as payload, which helps load more context-based data from third-party apps.

For more details, refer to this article.
https://www.bolddesk.com/docs/custom-app-integration

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App Permission

The permission option is newly added to the marketplace app to control who can view the apps on the ticket details page based on the assigned role.

The options are,

  • All – All users can view the application.

  • Specific Roles – The selected roles only can view the apps.

 

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Featured image for Announcing New SaaS Help Desk Software: BoldDesk by Syncfusion

We are pleased to announce the official launch of BoldDesk, our new help-desk ticketing software. BoldDesk is cloud-based, modern ticketing software for managing support email, collaborating with teammates, automating repetitive tasks, and improving customer experience.

We have been internally using BoldDesk over the past months. All the support portals for our products (Syncfusion, Bold BI, Bold Reports, and BoldSign) are deployed using it. We will share more details about this product in upcoming blogs, but for now, here are some feature highlights:


Ticketing – Organize all support-related queries in one place and assign them to the appropriate agents. Also, customize support-creation forms, collaborate with your teammates, set up your SLA and business hours, and increase agent productivity.

Email-based ticketing – Convert all incoming customer support emails into tickets and respond to them via email.

Powerful automation – Automate ticket processing with no-code automation to create customized workflows that perform periodic tasks at each stage of the ticket life cycle. Auto-assign tickets to the appropriate agent, set response and resolution due dates based on business hours in the SLA, and create and update triggers to perform corrective actions on tickets.

Customization – Customize your support software to update the logo, login options, ticket layout preferences, and password policies in the agent portal. You can also customize and rebrand the customer portal using the customer portal settings.

Contact management – Manage contacts and contact groups to enhance customer interaction in order to provide better customer service. Tag contacts and contact groups based on their business, revenue, and other characteristics to filter them easily in the future.

Reports and analytics – Several pre-built reports and dashboards are available—useful for analytics and making informed decisions based on data.

Integrations – Integrations such as Jira and Zapier allow you to integrate BoldDesk tickets with various apps and services in less time so as to induce workflow, execute actions with triggers, and help the support team stay updated on the progress of customer-reported issues.

BoldDesk APIs – With a flexible REST API, pull data and integrate it into your internal apps.


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